How we resolve your complaints

Our goal is to have you as a loyal and happy customer. We want you to be completely satisfied in all your dealings with us.

We are committed to:

• listening to what you tell us,
• being accurate and honest in telling you about our products and services,
• communicating with you clearly, and
• resolving any complaints or concerns you have.

This is part of our commitment to the General Insurance Code of Practice. Please contact us if you would like to know more about the Code of Practice.

So if you think we have let you down in any way, or our service is not what you expect (even if through one of our agents*), please let us know so we can help.

How to tell us when you are not happy (or even if you just want to clarify something).....

If you have a complaint about our products or services please tell the staff member or agent you are dealing with. If your complaint is not resolved to your satisfaction or you do not wish to contact that person, you can

• phone us on:
  1800 689 762 (FREE CALL)
• fax us on:
  1300 767 337
• write to us at:
  Reply Paid 1453
  Customer Relations Unit RE058
  GPO Box 1453
  BRISBANE 4001 or
• email us on:
  customer.relations@vero.com.au

If you choose to write us a letter please ensure that you provide as much detail as possible including the reference, policy or claim number, as well as any extra information you feel we may not already have.

*Agents can be authorised representatives, distributors, assessors or loss adjusters and investigators (and repairers or builders when we appoint them to provide their professional opinion to us).

What we will do....

When you first let us know about your complaint or concern:

• it will be handled by the person who has authority to deal with it; and
• this person will review your complaint, consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours.

If the matter cannot then be resolved to your satisfaction, it will be referred to the relevant Manager, who will contact you within 5 working days. If you are still not satisfied with the outcome, it will be referred to our Customer Relations Team. We will send you our final decision in writing within 15 working days from the date you first made your complaint.

If more information is required or our assessment or investigation of your complaint will take longer than 15 days to complete, we will agree a reasonable alternative timeframe with you and contact you every 10 days with details of progress.

Rest assured...

We are committed to answering any questions or resolving any concerns you might have. We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied you also have external dispute resolution options. You can raise certain complaints directly with the Financial Ombudsman Service Limited (“FOS”). This is an independent body and its service is free to our customers. You must contact them within 2 years of receiving our final decision. We agree to accept the FOS decision. You have the right to take legal action if you don’t accept their decision.

You can contact FOS by:

• phoning:
  1300 780 808 for the cost of a local call
• writing to:
  GPO Box 3, Melbourne Victoria 3001
• faxing:
  (03) 9613 6399
• email:
  info@fos.org.au
• visiting:
  www.fos.org.au

The FOS is available to customers and third parties that fall within the Terms of Reference of the FOS. Where the FOS Terms of Reference do not extend to your dispute, we will give you information about other external dispute resolution options that may be available to you.

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